Technical Program Manager, Customer Support

Job Title: Technical Program Manager, Customer Support

📍 Location: Singapore, Singapore

💼 Employment Type: Full-Time

About the Job:

As a Technical Program Manager within TikTok's Customer Support team, you will drive operational excellence, enhance customer support platform experiences, and work cross-functionally to improve the product and support services. You'll collaborate with diverse teams like product, engineering, data science, and more to ensure the success of various initiatives focused on user and creator support.

Responsibilities:

• Cross-Functional Collaboration: Work closely with product managers, engineers, UI/UX teams, and more to deliver new products/features for user and creator experience.
• Program Management: Manage and oversee complex, cross-functional programs, driving their successful delivery.
• Platform Roadmap: Develop and maintain the roadmap for customer support platform improvements.
• Data-Driven Insights: Monitor trends, gather data, identify issues, and propose solutions to improve support services.
• Issue Resolution: Identify service gaps and work with teams to resolve them, using a data-driven approach.
• Leadership: Provide thought leadership on improving customer support services and processes, ensuring continuous improvement.

Qualifications:

Minimum Qualifications:

• Education: BA/BS degree or equivalent.
• Experience: 3+ years of experience in project delivery or technical implementation, particularly in areas like customer support or trust and safety.
• Skills: Strong organizational and interpersonal skills; ability to lead strategic and complex programs.

Preferred Qualifications:

• Technical Expertise: Experience in programming, system configuration, SQL, or data analytics.
• Communication Skills: Excellent communication and influencing skills, with the ability to manage complex projects with diverse teams.
• Experience in Fast-Paced Environments: Ability to thrive in dynamic, high-pressure situations.

Why Join TikTok:

• Mission-Driven: TikTok’s mission is to inspire creativity and bring joy, with a focus on inclusivity and diversity.
• Growth Opportunities: TikTok fosters an "Always Day 1" mindset, encouraging innovation and growth.
• Wellness Support: TikTok is committed to employee well-being and offers comprehensive physical and mental health support.